Article 4 Acknowledgment of receipt of a complaint and verification of its admissibility

This article governs the initial response obligations of crypto-asset service providers once a complaint is received.

It builds directly on Article 1, which establishes the admissibility conditions and timeframes that complaints-handling procedures must contain.

The article covers two scenarios: what happens when a complaint is accepted, and what must be communicated when it is rejected as inadmissible.

For accepted complaints, the acknowledgment of receipt must include a specific set of information to ensure the complainant knows who is handling their case and what to expect next.

Important points:

• Acknowledge receipt of every complaint and confirm its admissibility without undue delay.
• Where a complaint is rejected as inadmissible, provide the complainant with a clear explanation of the reasons for that rejection.
• Ensure every acknowledgment of receipt includes contact details of the responsible person or department, the date of receipt, a reference to the applicable timeframe, and, where applicable, a copy of the electronically filed complaint.